Manage the suppression list

Overview

Use the suppression list to understand why some audiences aren't receiving your marketing emails. Where appropriate, you can then take action to ensure they'll receive marketing emails from you in the future.

Things to know

• Email addresses can be added to the suppression list for various reasons. For more, see Reasons email addresses appear on the suppression list.

• The suppression list blocks only marketing emails and does not affect email messages sent as part of job notifications, invoices, and other non-marketing emails. For more, see Turn notifications on or off for any job.

• You can add multiple email addresses to the suppression list at once by uploading a CSV file. Each upload can include up to 2,100 email addresses.
  
  If your list contains more than 2,100 addresses, we recommend splitting it into multiple CSV files and uploading them separately. Uploading a file with more than 2,100 entries will result in an error.

• All email addresses must follow the formatting guidelines described in Understanding Valid Email Address Formats: A Short Guide. Any address in an invalid format will trigger an error when added to the list.

• Customers added manually to the suppression list show as either Unsubscribed or Never Email in the Reason column of the suppression list.

How the suppression list works

The suppression list is a set of email addresses that ServiceTitan will not send messages to as part of Marketing Pro email campaigns. The suppression list includes email addresses that are invalid, no longer in use, not actually used by the customer, or whose owners opted out of your marketing content.

Reasons email addresses appear on the suppression list

Customer-side reasons include:

• Invalid Format: The format of an email address is invalid, causing it to fail validation. For example, an email address missing the "@" sign.

• Unsubscribed: A customer clicked the Unsubscribe link in a Marketing Pro email from your company.

• Spam Complaint: A customer or internet service provider (ISP) labels one of your marketing emails Spam.

Office-side reasons include:

• Unsubscribed: An office employee selected the Do not send promotional marketing emails option on the customer record.

• Hard Bounce: The email delivery attempt resulted in a hard bounce, and the email wasn't successfully delivered.

• Manual Unsubscribed: An email address added to the suppression list manually. For more, see Add email addresses to the suppression list.

• Never Email: An email address that should never receive marketing emails because it isn't real or is never used by customers to check for incoming messages. For example, fake email addresses entered during registration or email addresses used exclusively to send invoices.

View the suppression list

1. Go to the navigation bar and click Marketing .

2. In the side menu, go to Audiences > Suppression. 

On the Suppression screen that opens, you can:

• Use the Search box to search for specific email addresses.

• Use the Office dropdown to filter the list by office.

• Click Filter in the column headers to filter the list by Email, Reason, or Office.

• View the following information for each email address:        

  • Reason: The reason why the customer's email address was added to the suppression list. For more, see Reasons email addresses appear on the suppression list.

  • Office: Where the contact whose email address is added to the suppression list belongs.

  • Date Added: When the customer's email address was added to the suppression list.

Add email addresses to the suppression list

To stop sending marketing content to specific customers, you can add their email addresses to the suppression list. There are two ways to do this:

• Bulk upload: Use a CSV file to upload up to 2,100 email addresses at once.

• Manual entry: Add individual email addresses one at a time.

All email addresses must follow the formatting guidelines described in Understanding Valid Email Address Formats: A Short Guide. Any address in an invalid format will trigger an error when added to the list.

Add multiple email addresses to the suppression list at once

You can add multiple email addresses to the suppression list at once by uploading a CSV file. Each upload can include up to 2,100 email addresses.

If your list contains more than 2,100 addresses, we recommend splitting it into multiple CSV files and uploading them separately. Uploading a file with more than 2,100 entries will result in an error.

1. On your computer, create a file using a spreadsheet application to make a list of customer email addresses in the first column. You don't need to include a header row or any other columns. See an example spreadsheet below. 

2. Save or download the spreadsheet as a CSV file on your computer.

3. In ServiceTitan, go to the navigation bar and click Marketing .

4. In the side menu, go to Audiences > Suppression.

5. Click Add To List. 

6. On the Add to List pop-up that opens, click Upload File. 

7. Click Next.

8. On the Manual Unsubscribes: Upload File screen that opens, click Choose File and select your CSV file.

9. Click Upload. 

The emails in your CSV file appear on the suppression list.

Add individual customer email addresses to the suppression list

1. Go to the navigation bar and click Marketing .

2. In the side menu, go to Audiences > Suppression.

3. Click Add To List.

4. On the Add to List pop-up that opens, click Enter Emails and then click Next. 

5. Enter the Email you want to add to the suppression list and click Add. 

6. Repeat Step 5 to manually add as many emails to the suppression list as needed.

7. When finished, click Add. 

The suppression list updates with the email addresses you added.

Remove an email address from the suppression list

Depending on why an email address was added to the suppression list, you may or may not be able to remove it. If the customer was added to the suppression list automatically because of:

• Invalid formatting or hard bounce: You can update the email address in the customer record to the correct format. For example, recipientname@emailprovider.com.

• The customer unsubscribed from your marketing emails: The customer must manually resubscribe to your marketing emails.

• Spam complaint: You cannot remove customer email addresses added to the suppression list due to a spam complaint.

To remove an email address from the suppression list:

1. Go to the navigation bar and click Marketing .

2. In the side menu, go to Audiences > Suppression.

3. Find the email address you want to remove in the list.

4. Click More > Remove . 

5. On the Remove Email? pop-up that opens, click Confirm. 

Export the suppression list

1. Go to the navigation bar and click Marketing .

2. In the side menu, go to Audiences > Suppression.

3. Click Export. 

A CSV file of the suppression list downloads. You can open it with a spreadsheet program like Microsoft Excel or Google Sheets.

Want to learn more?

• See Turn notifications on or off for any job